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Best Practices Submission Form Submission
Doug Ingraham 
VP of Product Management 
ServiceChannel provides facilities managers with a single platform to source, procure, manage, and pay for repair and maintenance services from commercial contractors across their enterprise. By delivering unprecedented transparency and data-driven analytics of service quality, across all trades, locations, and contractors, facilities managers drive significant brand equity and ROI for their organizations without outsourcing or investing in new infrastructure. The world’s leading global brands use ServiceChannel to help optimize millions of transactions and billions of dollars of spend annually. 
Best Practice for Using CMMS Software in the Fast Casual Restaurant Industry 
Fast casual is the leading restaurant sector in terms of both revenue and traffic growth. According to a Technomic report, fast casual sales are estimated to be $52 billion with a one percent traffic growth rate at the close of 2017 – compared to a two percent traffic loss for their full-service counterparts. Both national chains and local fast casual restaurateurs have started opening additional restaurant locations, hoping to capitalize on this growth and maximize profits.

However, with rapid expansion comes the challenge of managing the repair and maintenance of these facilities. Many facilities management teams are faced with archaic work order processes, such as phone calls and email requests, which hinder effective management of fast casual chain facilities. Facilities managers also need an effective way to perform restaurant inspections and audits across multiple locations, as well as track open maintenance and repair tickets. Lastly, many managers are unable to hold vendors accountable to their service level agreements (SLAs), especially if they are at locations far from headquarters. Together, these challenges make expanding fast casual restaurants to multiple locations a difficult task for facilities management teams. 
In order to effectively manage the maintenance and repair of multiple fast casual restaurant locations, facilities managers (FMs) need a centralized platform that allows for asset management, work order monitoring, and contractor compliance tracking. Computerized maintenance management system (CMMS) software supports facilities managers by helping them initiate and validate work performed in the field, managing all planned and demanded service requests, and tracking proposals and invoices across all locations. This software is also designed to keep contractors and vendors accountable for work performed.

Restaurant facilities managers also need to consider increasing transparency across all areas of facilities operations for the FM team and other corporate departments – which are possible with CMMS software. 
Together, CMMS capabilities can help facilities managers reduce repair and maintenance costs without sacrificing on service quality for any given facility. For example, restaurant facilities managers can implement a preventive maintenance program to ensure common, recurring services are taken care of ahead of time to avoid downtime and rush fees, and contractors are scheduled ahead of time minimize overtime charge.

CMMS software also provides better visibility into the holistic repair and maintenance program across fast casual restaurant locations. Each restaurant manager has complete transparency during the entire work order process, from proposal to completion. This includes tracking work orders, accessing and communicating work order status, and following-up on work order progress.

Ultimately, these capabilities enable an easier work order process, resulting in a faster resolution of restaurant maintenance or repair issues.

With better data and reporting, restaurant facilities managers can identify spending trends as well as anomalies and outliers. Managers can also incorporate corporate account systems into CMMS software to eliminate redundancy and errors in invoicing and payment. 
As a result of CMMS implementation, one national restaurant chain saw a 246 percent improvement in the quality of service, with work order feedback rated as “excellent” or “satisfactory.” The chain also experienced a 44 percent reduction in average work order resolution and a 12 percent increase in first-time work order completion rate. Lastly, a 30 percent increase in vendor on-time arrival rate was realized through CMMS integration. 
With the adoption and integration of CMMS software, fast casual restaurants have the ability to reduce costs, improve quality of service, and improve the operational efficiency of its facilities management program. This technology enables the facilities management team to implement, track, and measure key benefits to its FM operations, including work order processes, preventive maintenance programs, and data and reporting integration.

Ultimately, CMMS software can provide critical visibility and transparency into facilities management operations. Not only does this transparency benefit facilities management operations, but also helps facilities managers easily communicate work and achievements to management and other corporate departments.